Toronto/CMEDIA: Canadian Radio-television and Telecommunications Commission (CRTC) is seeking a detailed explanation from Rogers about the cause of last week’s network outage, how it affected emergency services, and the company’s plans to compensate customers.
CRTC’s letter addressed to Ted Woodhead, Rogers’ senior vice president of regulatory affairs chided Rogers for not being transparent to its customers and its failure to provide critical information about what to expect.
“In the first several hours of the outage, it became clear that Rogers was either unable to reassure or ineffective in reassuring, its customers and providing critical information about what to expect,” the letter reads.
Rogers has yet to provide a detailed explanation of what caused the outage.
A statement released by Tony Staffieri, Company’s CEO on Saturday blamed a network system failure following a maintenance update. No further details were provided.
The CRTC listed dozens of questions it wants Rogers to answer including Rogers explaining the root cause of the outage and how they plan to honor Staffieri’s promise to proactively credit customers’ accounts.
The company has until July 22 to respond to the CRTC’s questions, said the letter.
A meeting was convened of telecom CEOs, including Staffieri by François-Philippe Champagne, Industry Minister to develop a contingency plan to blunt the impact of future outages on consumers
Champagne reportedly told reporters after the meeting that he wants to ensure that they understand how Canadians found the situation unacceptable and that they need to take immediate initial steps to improve the resiliency of the network in Canada.
A number of customers have complained to the Commission, the CRTC letter says, and some have even asked for a public inquiry.
#Rogers; #CRTC; #NetworkOutage
